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My eye doctor recently prescribed contact lenses for my presbyopia. When I say “lenses”, I mean lens because… well, if you’ve not heard of monovision, that’s an article for another time. Suffice it to say, it’s a pretty interesting way for a gentleman of a particular age to avoid reading glasses. Anyway, when I went [...]
A few years ago, I ran into the following sign posted on the glass door of the steam room at my former gym (I’m no longer a member there, but I made a note of it at the time): “No Shoes. No Paddle Boards. No Gym Equipment. DO NOT pour water on the thermostat!!” Yes, [...]
I recently pulled some Reserve duty (yes, after all these years, I still do that), and one of the things that always seems to strike me (yes, after all these years, it still strikes me) is what often comes off as a complete lack of CX focus among military folks whose job is literally “support” [...]
Am I an old man yelling at clouds? Hear me out: I was doing some cleaning the other day and had occasion to need a moist towelette. We keep some from a big brand you’ve heard of for cleaning tasks like the one I had at hand, and I opened a new package. Now, they’re [...]
I’m a push-backer. That, to some, makes me a real pain-in-the-neck. It’s partly because of the field of work I’m in. After all, we CX practitioners are always alert to things brands are doing poorly because it’s in our nature to seek out those…er, we’ll call them opportunities. That’s in the spirit of what I’ve [...]
So yes, I’ve been hounding you lately about VoC and Customer insights. And yes, I’m an analyst going way back, so I love me some good old-fashioned bean-counting! But wait. If you’re taking my advice and looking in clever places for your Customer insights, you’ve probably taken my admonition that, in addition to asking your [...]
I wrote a long time ago about how Customers don’t want to hear excuses about why their experiences with your brand are bad, they just want you to fix those issues. Recently I returned to the topic and some brands’ tendency to want to recruit us into their sausage-making by offering some extraneous and unnecessary [...]
I was chatting recently with a colleague who’s in the public utilities industry and we were discussing (as I do with most of my colleagues) Customer Experience and how certain brands handle ‘issues’ and ‘tickets’ and ‘incidents’. Often these terms are used interchangeably because many brands are pretty self-centered instead of being Customer-centric. The point [...]
Have you ever complained about something and rather than the agent at the Customer Service desk or on the Customer Support line having what seems to be a well-rehearsed, often-used, ready solution to your concern, you receive instead a well-rehearsed, often-used, and ready explanation for why what’s bothering you has to be the case? Usually [...]
I recently had a series of not-terrible-but-still-irritating experiences with a major service provider. I’m a pretty loyal Customer of this company, but a few of their new procedures and rules have made dealing with them much more cumbersome and frustrating. What’s more, their Customer Support staff has been empowered really only to express their sympathy [...]
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